NICE has been recently recognised as the overall market share leader for total workforce optimisation (WFO) in the ‘Contact Centre Workforce Optimisation/Workforce Engagement Management Mid-Year Market Share Report’.
The report by DMG Consulting ranked NICE in the highest position in eight out of nine categories.
Barry Cooper, President, NICE Workforce and Customer Experience Group, said:
“We are pleased to once again be recognized as the total WFO market share leader by DMG Consulting. We consider this a testament to our consistent delivery of much needed WFO innovation that drives value for our customers. With NICE’s extension beyond the contact center to meet customers wherever their journey begins, we remain dedicated to expanding the value NICE provides across the organization.”
In the assessment of 36 worldwide contact centre workforce optimisation suite vendors, NICE has a dominant 48% share of total company GAAP revenue in the first half of 2021. This is a growth of almost 5% over the same period in 2020. The report also reveals that NICE was the revenue leader in H1 2021 for contact centre WFO and total WFO, holding about 34% of the market share.
NICE says their WFO platform offers an array of tightly integrated solutions, built to enable organisations to improve employee engagement, effectiveness and productivity. These solutions help identify performance improvement opportunities, deliver personalised coaching and training, predict workloads across channels, schedule staff based on business requirements, and more. On top of this, the platform can be deployed on the cloud or on-premise.
NICE has a track record of remarkable scores in WFO and WEM research reports, one being the 2021 Gartner Critical Capabilities for Workforce Engagement Management in which the company scored 4.2 out of 5 in all four use cases.
